Customer Support

SOP-driven customer support agent configuration

AI is configured to follow a support SOP that defines tone, greeting patterns, troubleshooting approach, escalation rules, search strategy, and visual assessment behavior instead of relying on a rigid workflow tree.

Why the human is still essential here

Human support leaders still have to write, maintain, and approve the SOP, set escalation boundaries, and handle policy-sensitive or exceptional cases the agent should not resolve alone.

How people use this

Procedure-trained chat agent

A support team trains an AI agent on approved procedures, tone rules, and escalation criteria so it answers customer chats consistently without hardcoded decision trees.

Intercom Fin

Admin-configured service policies

Support operations admins encode brand voice, troubleshooting steps, and escalation guardrails into the service platform so the AI follows the same SOP across channels.

Zendesk AI

Case workflow policy assistant

Enterprise service teams configure AI guidance around case handling, compliance checks, and agent handoffs based on their internal support playbook.

Salesforce Agentforce / Service Cloud

Related Prompts (1)

Community stories (1)

Medium

9 min read

How I Built a Multimodal CX Agent with Just an SOP and Gemini Live API

I wanted to test a simple idea: what if you architected an AI support agent the same way? Give it a training manual instead of a workflow tree. Give it Google Search instead of a RAG pipeline. And use a single multimodal model so you don’t need separate systems for voice, text, and vision.

I built Cortado for the Gemini Live Agent Challenge to explore what that looks like in practice.

...

Vasundra SrinivasanAI Architecture and Data Strategy

Mar 14, 2026